{
  "title": "Phone Calls Remain a Moment of Truth",
  "url": "https://www.shr.swiss/blog/accueil-telephonique-et-satisfaction-client-en",
  "language": "en",
  "datePublished": "2026-01-15",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Critical incident method, recall bias.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Lugano",
    "region": "Tessin",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "The Research",
      "point": "Bitner, Booms & Tetreault (1990, Journal of Marketing) show that critical incidents determine satisfaction more than the average of all interactions.."
    },
    {
      "heading": "The Limitation",
      "point": "Critical incident method, recall bias.."
    },
    {
      "heading": "The Nuance",
      "point": "A single mishandled call erases ten properly handled calls from the customer's memory."
    },
    {
      "heading": "Practical Implication, Testable in Lugano",
      "point": "Listen back to five calls per week with the team and address one area for improvement at a time."
    }
  ],
  "sources": [
    {
      "authors": "Tetreault",
      "year": "1990",
      "source": "Journal of Marketing"
    }
  ],
  "wordCount": 105,
  "image": "https://www.shr.swiss/img/blog-Training-Client-Reception-Lugano-accueil-telephonique-et-satisfaction-client-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-telephonique-et-satisfaction-client",
    "en": "https://www.shr.swiss/blog/accueil-telephonique-et-satisfaction-client-en",
    "de": "https://www.shr.swiss/blog/accueil-telephonique-et-satisfaction-client-de",
    "it": "https://www.shr.swiss/blog/accueil-telephonique-et-satisfaction-client-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/lugano",
    "city": "https://www.shr.swiss/formations-ville/lugano",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}